Return & Refund Policy
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Last updated: October 6, 2026
At Arden & Hayes, we want you to feel confident with every purchase. If something is not quite right, you may return eligible items under the conditions described below.
This policy applies to orders placed through www.ardenhayes.com and is subject to applicable federal and state consumer protection laws.
1. Return Period & Eligibility
Arden & Hayes offers a 30-day return period, starting from the day your order is delivered.
To be eligible for a return, please ensure that:
- The item is returned in its original condition.
- Tags and labels are included where reasonably possible.
- The item has not been worn, washed, altered, or damaged beyond what is reasonably necessary to inspect or try it on.
- Original packaging is included where reasonably possible.
You may inspect and try on an item as you reasonably would when deciding whether it is suitable.
If an item is returned with clear signs of use, damage, alteration, washing, or excessive handling, we may reduce or refuse the refund where permitted by applicable law.
2. How to Start a Return
Step 1 – Contact Customer Care
Email us at:
Please include:
- Your order number
- The item or items you wish to return
Providing a reason for your return helps us improve our products and service, but it is not required for a standard eligible return.
Our Customer Care team will provide you with:
- Return instructions
- A return form
- The applicable return address
Step 2 – Prepare Your Package
Pack your item securely to help prevent damage during international transportation.
Where reasonably possible, include:
- Original tags
- Labels
- Original packaging
- The completed return form
Including the return form helps us identify your order and process your return efficiently.
Step 3 – Ship Your Return
Send your parcel to the return address provided by our Customer Care team.
Do not return products to our company address in the Netherlands unless we specifically instruct you to do so.
Returns are generally processed through our international return facilities, including facilities located in Asia and China.
We strongly recommend using a tracked shipping service and keeping your receipt and tracking information until your return has been completed.
3. Return Shipping Costs
Unless:
- The item is defective
- The item is damaged
- You received the wrong item
- We are otherwise required by applicable law to cover the return costs
the direct cost of returning an item is the customer's responsibility.
Because our returns may be processed internationally, return shipping may cost more than a domestic U.S. return.
The exact cost depends on factors such as:
- Shipping carrier
- Parcel size and weight
- Shipping method
- Destination
- Tracking or insurance options
Arden & Hayes does not control the rates charged by third-party shipping companies.
We strongly recommend using tracked shipping.
Please keep your proof of shipment until your refund has been completed.
Arden & Hayes cannot generally be responsible for return packages that are lost before reaching the return facility, subject to any rights you may have under applicable law.
4. Refunds
Once your return has been received, we will review the returned item.
Refund Timing
For eligible returns, we aim to issue your refund within 14 days after receiving the returned goods.
After we issue the refund, your bank, card issuer, or payment provider may require additional time before the refunded amount appears in your account.
Refund Method
Refunds will normally be issued to the original payment method used for the purchase.
You will not be charged an additional fee simply for receiving an approved refund.
What Is Refunded
For an approved return, we will refund the amount paid for the eligible returned product.
Original shipping costs are generally not refundable unless:
- Required by applicable law
- The item was defective or incorrect
- We specifically state otherwise
Since standard shipping may be offered free of charge, there may be no original shipping amount to refund.
5. Condition of Returned Items
Customers are responsible for taking reasonable care of products while deciding whether to keep them.
We may reduce the amount refunded if a product has:
- Been worn beyond trying it on
- Been washed
- Been altered
- Been damaged
- Missing parts
- Significant signs of use
- Been returned in a condition that materially reduces its resale value
Any deduction will be based on the condition of the item and will be communicated where applicable.
6. Non-Returnable Items
Certain products may not be eligible for return where permitted by applicable law.
This may include:
- Personalized or made-to-order products
- Sealed goods that are unsuitable for return for hygiene or health reasons once the seal has been broken
- Underwear or lingerie where an applicable hygiene seal has been removed or broken
- Swimwear or similar hygiene-sensitive products where an applicable hygiene seal has been removed or broken
- Sealed beauty or personal-care products after the applicable seal has been broken
Any product-specific return restriction will be communicated where appropriate.
This section does not affect rights you may have when an item is defective, damaged, incorrect, or materially different from what was advertised.
7. Size & Color Issues
If you ordered the wrong size or color, please contact:
Depending on product availability and the circumstances, we may be able to offer:
- A replacement item
- An exchange
- A discounted replacement
- Re-shipment for an additional shipping charge
Any alternative solution offered by Customer Care is optional and does not prevent you from returning an otherwise eligible item under this policy.
8. Damaged, Defective or Incorrect Items
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Materially different from what you ordered
please contact us as soon as reasonably possible at:
Where possible, we recommend contacting us within 48 hours of delivery. This allows us to investigate shipping or fulfillment issues quickly.
Please include:
- Your order number
- A brief description of the issue
- Clear photographs showing the item and issue
- Photographs of the packaging where relevant
We will review the situation and provide an appropriate solution.
Depending on the circumstances, this may include:
- Replacement
- Refund
- Partial refund
- Other appropriate resolution
If we require a defective, damaged, or incorrect item to be returned, we will provide appropriate return instructions and cover reasonable return costs where required by law.
The recommendation to contact us within 48 hours does not remove any rights you may have under applicable law. Geplakte tekst
9. Exchanges
Exchanges may be available depending on:
- Product availability
- Size availability
- Color availability
- Return location
- Individual circumstances
Please contact Customer Care before sending an item back if you would prefer an exchange.
In some situations, the quickest option may be to return the original item for a refund and place a new order.
10. Unclaimed Parcels & Refused Deliveries
If a parcel is:
- Not collected from a pickup location
- Refused at delivery
- Returned because delivery could not be completed
- Returned because of an incorrect or incomplete shipping address
- Returned without following the normal return procedure
please contact our Customer Care team.
Once the parcel has been located and its status confirmed, we will determine the appropriate next step.
Where permitted by applicable law, actual:
- Return-to-sender costs
- Additional shipping costs
- Carrier charges
incurred because of an unclaimed or refused shipment may be taken into account when calculating any applicable refund.
We do not apply an automatic fixed percentage penalty simply because a parcel was refused or unclaimed.
11. Return Packages Lost in Transit
Customers are responsible for arranging return transportation for standard change-of-mind returns.
For this reason, we strongly recommend:
- Tracked shipping
- Keeping proof of postage
- Keeping your tracking number
- Using an appropriate shipping service for international parcels
If tracking indicates that the returned parcel has been delivered to our designated return location but your return has not been processed, please contact us so we can investigate.
12. Refund Not Received
If we have confirmed that your refund has been issued but you have not yet received it:
- Check your bank or card statement again.
- Contact your card issuer, bank, or payment provider.
- Allow for their normal processing timeframe.
- If the refund still does not appear, contact us at Support@ardenhayes.com.
Please include your order number when contacting us.
13. Applicable Consumer Rights
This Return & Refund Policy is intended to describe Arden & Hayes' standard return process.
Nothing in this policy is intended to exclude, restrict, or waive any consumer rights that cannot legally be excluded under applicable United States federal or state law.
Where mandatory consumer protection law provides you with additional rights, those rights will continue to apply.
14. Contact Information
If you have questions about a return, refund, exchange, or your order, please contact us:
Email: Support@ardenhayes.com
Customer Care: Our customer support team is available Monday through Friday, from 9:00 a.m. to 5:00 p.m. Eastern Time (ET).
We aim to respond to customer inquiries within 48 hours.
Company Information
Website name: Arden & Hayes
Company name: TW Ecom
Website: www.ardenhayes.com
Address: Troffel 5, 1611 LH Bovenkarspel, Netherlands
Email: Support@ardenhayes.com
Telephone: +31 6 108 908 84
KVK (Netherlands Chamber of Commerce): 97872946
VAT: NL005293827B90